Real Time Manager

IDnow is a leader in digital identity and fraud prevention in Europe with a mission to transform trust into the most powerful asset in the digital world, empowering enterprises with AI-driven, SaaS-based identity solutions that deliver scalable security, adaptive compliance, and real-time fraud prevention. Through its broad portfolio of digital identity and fraud prevention solutions, IDnow establishes, maintains and enriches trust throughout the customer journey, ensuring businesses can confidently and securely operate while leveraging digital identity to drive growth, security and scalability.

The company has offices in Germany, United Kingdom, Romania and France, and is backed by renowned institutional investors, including Corsair Capital and Seventure Partners. Its portfolio of international clients spans a wide range of end markets including financial services, telecommunications, travel & mobility, gaming, and other industries.

This position is based in Iasi, Romania.

As a Real Time Manager, you play a key role in ensuring the daily operational performance of our customer service by monitoring and optimizing the flow of interactions across multiple internal and external service centers. 

• Daily operational steering: Monitor key performance indicators (e.g. SLAs, occupancy, average handling time, volume distribution) to ensure contractual and financial targets are met. 
• Volume and resource management: Adjust skill sets, volume allocation, and workforce levels across different service centers in real time for optimal handling of daily volumes. 
• Customer priority management: Manage the priorities of over 900 customer accounts to ensure commitments are met and customer satisfaction is achieved. 
• Reporting and communication: Provide daily performance summaries and report on temporary challenges to relevant teams. 
• First-level technical support: Support internal and external service centers with interaction processing (e.g. troubleshooting agent accounts, reporting/escalating system issues to IT, mediating between internal teams and external partners). 
• ACD routing management: Configure and ensure the functionality of the Automatic Call Distribution (ACD) system. 
• Coordination and continuous improvement: Regularly coordinate with customer-facing teams on campaigns and escalations, and implement appropriate actions. 
• Administrative support: Assist with workforce administration. 

• 2 /3 years of experience in Workforce Management and Real Time Management are required. 
• Keen to work in a dynamic and fast-growing environment where you can contribute to team improvement with your ideas 
• Data-driven mindset with strong analytical skills 
• Sound knowledge of Microsoft Office 
• Basic knowledge of data analysis tools such as Tableau or Power BI 
• Fluency in English; German is a plus 
• Willingness to work in shifts and on weekends 

• Health & Wellbeing: Use your full access to the mental health platform nilo, including 1on1 sessions.
• We value personal and professional development: make full use of Udemy, our training platform with 24/7 access and unlimited content/course consumption incl. certification.
• We make your remote work comfy: we provide support on equipment and offer flexible working hours.
• We value collaboration & love to come together: regular onsite gatherings, internal initiatives and summer parties to connect outside of work.
• May your family require your attention or other reasons apply: use the benefit of our paid special leave days.
• Enjoy the possibility to combine work with a longer stay at your holiday destination or extend a weekend with our Workcation possibilities.
• In addition to the perks & benefits above, we offer specific benefits that differ between our locations.

IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.